Support Engineer

About the Role

• We are looking for a Support Engineer to serve as the technical backbone for a fast-growing company delivering enterprise-grade loyalty solutions. In this role, you will ensure seamless integrations across complex client ecosystems, including eCommerce platforms, ERPs, CRMs, and customer support tools. You will go beyond traditional support—acting as a reverse Integration Architect—diagnosing deep technical issues, maintaining data integrity, and ensuring loyalty experiences function flawlessly across every touchpoint.

About You

• You are a highly analytical problem-solver who thrives in complex, high-impact environments. You enjoy digging into API logs, tracing data flows, and uncovering root causes across distributed systems. You communicate technical issues clearly to both engineers and non-technical stakeholders, and you take ownership of challenges from investigation through resolution. You are comfortable working with modern web technologies and have a strong understanding of how systems integrate at scale.

What You’ll Be Doing

• Act as the primary technical resource for troubleshooting complex integrations across multiple SaaS platforms such as eCommerce, ERP, CRM, and support systems
• Investigate and resolve issues involving RESTful APIs, webhooks, JSON payloads, and authentication mechanisms (OAuth, API keys)
• Diagnose end-to-end data flow issues, identifying whether failures originate from source systems, mappings, or destination endpoints
• Debug and optimize front-end components such as loyalty widgets and dashboards using JavaScript, HTML, and CSS
• Translate technical issues into actionable bug reports or implementation guidance for internal engineering teams and client developers
• Audit and validate large datasets using SQL or Python to ensure accurate reward triggers and loyalty transactions
• Monitor logs and system performance using observability tools to proactively identify and resolve integration issues
• Manage escalation queues for enterprise clients, ensuring timely and high-quality resolution of critical issues

What We’re Looking For

• 3+ years of experience in Technical Support Engineering, Integration Engineering, or similar roles
• Strong experience troubleshooting integrations across multiple SaaS platforms
• Ability to analyze complex systems and identify root causes in distributed environments
• Excellent communication skills with the ability to explain technical concepts clearly
• Strong sense of ownership and accountability in high-impact scenarios

Technical Requirements

• Advanced knowledge of RESTful APIs, HTTP protocols, and webhooks
• Proficiency in JavaScript, HTML, and CSS for front-end debugging
• Solid experience with SQL for data validation and analysis
• Familiarity with Python or scripting languages for automation and data auditing
• Hands-on experience with tools such as Postman, Browser DevTools, and log management platforms (e.g., Datadog, Kibana, or Splunk)